Senior Team Lead, Customer Service (Escalation Trading Service, Mandarin Support)
Who We Are: At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me , Do the Right Thing , and Get Things Done . These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more. What You'll Be Doing: Responsible for receiving, following up on, and resolving complex issues, ensuring nothing is missed and all problems are resolved thoroughly. Proactively identify problems and drive solutions through product or process optimization to enhance user experience. Communicate across departments, coordinate with others, and lead the team to achieve goals. Develop and improve relevant systems and processes to support team development. What We Look For in You: Full-time Diploma or above (Bachelor's Degree preferred), with over 5 years of experience in managing customer service teams. Experience in managing multinational teams is preferred. Excellent command of spoken and written English and Mandarin as the role requires to deal with China Mandarin speaking counterparts. Must be willing to work according to assigned schedules and adapt to 24/7 rotational shift work. Strong data analysis and logical thinking skills. Proactive work attitude, strong stress tolerance, good communication and coordination skills. Willing to work in Tun Razak Exchange, walking distance to MRT TRX. Benefits & Perks: Competitive remuneration package (Base Salary + KPI Allowance + Shift Allowance + Yearly Bonuses) Meal allowance up to RM 500/ month Unlimited transport allowance (T&C apply) Monthly team building RM 3,500 training & wellness benefits per annum Convenient workplace (5 minutes walk from MRT TRX) Insurance coverage for employees & dependants Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed Employee engagement, recognition and appreciation program Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations #LI-Onsite #LI-JC3 Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX 's Candidate Privacy Notice .